Director, Quality

Director, Quality 
(19863)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Key Duties and Responsibilities

• Build and maintain organizational support for the activities of problem-solving teams and quality improvement team. Ensure progress through complete documentation, attend and facilitate quality efforts.
• Measure the effectiveness of Quality Team and other quality related initiatives by reviewing the results of the Colleague Engagement Survey, Review Pro KPI, Guest reviews, LQA and other audit reporting,  and other data available.
• Communicate the progress of the Quality Team to the Executive Committee as well as to the rest of of the hotel in a timely manner.
• Implement recognition and reward systems for quality incentives and participants in the Quality Team.
• Prepare the annual budget for the TQM efforts of the hotel.
• Assist in the development of departmental trainers and buddys.
• Conduct training sessions for all the employees in different levels with the following areas:
• Quality coaches training
• Using Review Pro 
• LQA and requirments of Operations
• Introduction to quality improvement processes
• Induction / Onboarding introducing the Quality team
• Improve the annual Strategic Planning process through constant evaluation, communication changes and implementing lessons learned.
• Attend Executive Committee Meetings where appropriate and discuss defects, satisfaction results and any pertinent quality related topics and trends.
• Work closely with the leadership and Executive teams to drive action plans and improvements across all departments.
• Maintain complete knowledge of current quality levels across all platforms. Ensure that the proper communication in all levels is accomplished.
• Help to conduct Line - ups, review all information pertinent to the day's business. Monitor proper grooming of all hotel employees
• Tour the hotel daily; audit employee adherence to hotel policies and procedures; assess needs.
• Monitor the employee's interaction with guests and employees, assisting when needed.
• Prepare for Customer Satisfaction meetings; convey new materials/ information as well as any Quality report analysis.
• Prepare and submit month – end quality reports.
• Monitor and champion the quality communication board progress and update information
• Assist department managers in tracking/ measurement of defects and trends.
• Familiarise the employee with the Internal Defect report / Glitches so that they can spot trends in their work areas and initialise root cause analysis
• Attend monthly departmental meetings to enhance quality training.
• Benchmark within the company and industry to find out the best practices in order to achieve superior performance
• To assist with any duties as required by the GM, Hotel manager, Executive leadership team or another member of the management team.
• Monitor accidents and incident reports to formulate a trend analysis and proactively apply the necessary corrective or preventive measures
• Monitor local competitor activities to ensure best practice alignment.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.